Customer Service Associate II

Job Description

Job Description

See full scheduling details at the bottom of this posting.

At Mid-Continent Public Library, we:

Imagine. We inspire innovation through curiosity and exploration.

Try new things. We empower what works and learn from the rest.

Lead the way. We connect people to information, ideas, and inspiration. Welcome all.

We embrace new perspectives and listen with humility.

Everything we do, we do together.

Schedule: Varied, including morning, afternoon, and evening shifts.

Position Overview

The Customer Service Associate II is often the first point of contact for customers and is responsible for providing exceptional customer service in-person at the desk and over the phone. They also provide support for a variety of day-to-day library needs, such as book club support, supplies, merchandising, etc.

Essential Functions

• Provides Customer Service in person and over the phone

• Acts as a guide for customers in use of the library and its resources
• Demonstrates use of technology and digital services to customers
• Recommends materials to customers based on interests, needs and availability
• Assists customers with library card accounts, including the receiving and recording of payment
• Uses creative techniques in displays to reach browsers who do not approach staff
• Delivers materials outdoors to customers who request curbside delivery

• Contributes to the maintenance of the library collection
  • Processes library materials for customer access
  • Shelves library materials correctly and efficiently
  • Straightens and shifts library materials to ensure adequate space and a neat appearance
• Building Upkeep
  • Ensures the library and its grounds are clean and orderly
  • Basic custodial duties as needed, including shoveling snow
• Manages behind the scenes processes as assigned
  • Manages reports, order supplies, coordinates inventory, assists in organization of magazines and other processes
  • Acts as a liaison to Library’s Headquarter departments

Non-Essential Functions

• This position could be designed as shift lead
• May serve as a facilitator and point of contact for book groups

Education and Experience

• High School Diploma/HiSet/GED Completion Required
• Customer Service experience Preferred

Required Knowledge, Skills, and Abilities

All successful team members at MCPL should demonstrate:

• Ability to use effective verbal, written, and discreet communication with management, co-workers, and the public.
• Ability to work effectively in a team environment.
• Knowledge of department processes and procedures and critical thinking skills to make decisions pertaining to the position.
• Proficiency in providing friendly and solution-oriented customer service attitude and delivery with internal and external customers.
• Fundamental understanding of their own contribution to a welcoming and respectful workplace and library for all.
• Sufficient understanding of the MCPL value of intellectual freedom in order to uphold those values while performing their job duties.

• Strong ability to follow instructions and work as part of a team.
• Reliable, punctual, and flexible with scheduling.
• Good communication skills and the ability to stay calm under pressure.
• Ability to work in a fast-paced environment and adapt to changing needs.

Age Requirement

• Must be at least 18 years of age

MVR Requirement

• None

Work Environment

• (Indoor/Outdoor) Works both indoors and outdoors and must have considerable tolerance for weather conditions, dust, mold, scents, allergens, and communicable diseases which enable the employee to work outside at a facility, handle construction and library materials, work in older buildings and on jobsites, and interact with coworkers and the public

Essential physical abilities to be accomplished with or without reasonable accommodation are

Daily (greater than 50% of the time)

• Standing (up to 1 hour at a time)

• Walking (even ground)

• Lifting 1-10 pounds

• Lifting 11-25 pounds

• Pushing/Pulling 1-10 pounds

• Pushing/Pulling 11-25 pounds

• Bending/Stooping

• Kneeling

• Reaching above shoulder

• Receiving Communication and Instructions (vision, reading, hearing)

• Conveying Communication and Instructions (Speaking, writing)

• Using computer data entry tools - keyboard, mouse, touchscreen, scanner

• Sitting

• Receiving Communication and Instructions (vision, reading, hearing)

• Conveying Communication and Instructions (Speaking, writing)

• Using computer data entry tools - keyboard, mouse, touchscreen, scanner

Frequently (up to 50% of the time)

• Standing (more than 1 hour at a time)

• Walking (variable surfaces)

• Lifting 26-40 pounds

• Lifting 40+ pounds

• Sitting

• Pushing/Pulling 26-40 pounds

• Pushing/Pulling 40+ pounds

• Standing (up to 1 hour at a time)

• Standing (more than 1 hour at a time)

• Walking (even ground)

• Walking (variable surfaces)

• Lifting 1-10 pounds

• Lifting 11-25 pounds

• Pushing/Pulling 1-10 pounds

• Pushing/Pulling 11-25 pounds

• Pushing/Pulling 26-40 pounds

• Pushing/Pulling 40+ pounds

• Bending/Stooping

• Kneeling

• Reaching above shoulder

Occasionally (approximately 1-2 times per month)

• Climbing stepstools

• Climbing ladders

• Lifting 26-40 pounds

Rarely (1-5 times per year)

• Lifting 40+ pounds

• Climbing stepstools

• Climbing ladders

NOTE: This job description is not intended to be all-inclusive. Employee may perform other related duties as required to meet the ongoing needs of the organization.

This is a Bargaining Unit Position with CWA 6360

All applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, sex, gender identity, sexual orientation, national origin, age, disability, protected veteran status, or other protected class in accordance with applicable federal, state, and local laws. Any applicant requiring an accommodation should contact the Mid-Continent Public Library Human Resources Department at View phone number on us.fitly.work.

Applicants will be considered for employment opportunities on the merits of their skills and experience related to the position sought. Employment offers are conditional upon submitting a criminal records check, identity verification, and national sex offender registry check. Applicants will not be denied employment solely or in part because of a prior conviction, unless MCPL determines the conviction is job-related. If a background check yields information that is of concern to MCPL, the applicant will be given an opportunity to review the background check findings and present information regarding inaccuracy, mitigating circumstances, and rehabilitation.